Camera connection issues

Support
1

The following is the message I received about 75% of the time when accessing cameras’ life feed from multiple devices connected via WiFi at home, WiFi at work or 5G network:

There was a problem connecting to the camera. Please try again.

What do I do, I try again 1-3 times and then it works.

Then 5 minutes later it doesn’t.

All cameras have a Signal Strength of 74% or higher and have been consistently with that signal strength when checking in the History.

  • location has Cox Fiber 1Gb up/download speeds
  • Eero Pro 6 mesh system.

All Cameras and V724x and are in the latest firmware.

Access devices are all iPhone 14 Pro or newer with latest software.

No issues with NVR recordings… i.e. no lapses in recordings

What is most frustrating is that there is a motion notification, most of the time when I click to see it, I get There was a problem connecting to the camera. Please try again.

This type of operation is no way as intended and unfortunately this been like this for a while.

The last incident that made me reach out to you is when I was away from home and a process server (who was trying to serve previous owners) was snooping around my property while my kids were home alone… and I was not even able to see what was happening in realtime.

Thank you so much for any suggestions.

2

It sounds like this could be an issue caused by the Eero itself. Mesh Wi-Fi networks can cause problems with Wi-Fi cameras.

I’m not familiar with the Eero mesh routers. Are you able to assign the cameras to one of the access points or adjust any of the connection settings? For my cameras, I disabled the mesh technology, assigned them to the closest access point, and restricted them to 2.4 GHz only; however, I am using a TP-Link system, which allows me to do so on a per-device basis.

I don’t see a subscription tied to this Surety account. You may want to contact your current service provider, as they’ll have additional access to network information from the cameras and can also reach out to Alarm.com for assistance.

If you do have a Surety subscription, please send us a private message from the account associated with the subscription for verification purposes.